Refund policy

RETURN & REFUND POLICY

Last Updated: 11 August 2026

At [Your Business Name], we aim to ensure that every order is supplied correctly and that our customers receive products that meet the description provided at the time of purchase.

Please read the following Return & Refund Policy carefully before placing an order.

1. Returns

Returns are only accepted where:

  • The incorrect product was supplied by us.
  • The product received is materially different from the product ordered.
  • The product arrived damaged or defective, provided the damage was not caused after delivery.
  • The product is unused, in its original condition and packaging where applicable.

Customers must contact us within 7 days of receiving their order if they wish to request a return.

A return request must include:

  • Your order number.
  • Your name and contact number.
  • Clear photographs or videos showing the issue.
  • A description of the problem.

We may request additional photographs or videos before approving a return.

2. Change of Mind

Because many of our products are sourced specifically according to customer orders, change-of-mind returns are generally not accepted.

This includes situations where a customer:

  • No longer wants the product.
  • Ordered the wrong size, colour or variation.
  • Finds the product is not suitable for their personal preference.
  • Finds a cheaper product elsewhere after placing the order.

Customers are encouraged to carefully check product descriptions, measurements, colours and specifications before placing an order.

3. Defective or Damaged Products

If your product arrives damaged or defective, please contact us within 7 days of delivery.

Do not throw away the product or packaging until we have assessed the issue.

Depending on the circumstances, we may offer:

  • A replacement product;
  • A repair where reasonably possible;
  • A partial refund; or
  • A full refund.

The remedy offered will depend on the nature of the issue and availability of the product.

Minor differences in colour, texture, finish or appearance may occur due to lighting, photography, manufacturing batches or screen settings and will not automatically qualify as a defect.

4. Incorrect Products

If we accidentally send you the wrong product, please contact us within 7 days.

Once the error has been confirmed, we will arrange an appropriate solution, which may include replacing the item or providing a refund.

Where the incorrect item was supplied due to an error on our part, reasonable return costs will be covered by us.

5. Products Damaged After Delivery

We are not responsible for damage caused after the product has been delivered to the customer.

This includes damage caused by:

  • Incorrect use.
  • Accidents.
  • Improper installation or assembly.
  • Normal wear and tear.
  • Negligence.
  • Modifications made to the product.
  • Failure to follow product instructions.

6. Return Shipping

Where a return is approved because the product was incorrect, defective or damaged before delivery, we will provide instructions regarding the return process.

Where the customer is responsible for the return, the applicable return shipping costs may be deducted from any refund or must be paid by the customer.

Customers should not send products back without receiving return instructions from us first.

7. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, the refund will be processed using the applicable payment method or another agreed method.

Refund processing times may vary depending on the payment provider or bank.

Shipping fees and other applicable charges may be non-refundable where the customer is responsible for the return.

8. Sale and Promotional Items

Products purchased during promotions, clearance sales or special offers may be subject to additional return conditions.

Any special return conditions will be communicated to customers before or at the time of purchase.

9. Custom or Specially Sourced Products

Products that are specially sourced, customised or purchased specifically according to a customer’s request may not be eligible for return due to change of mind.

Where such a product is defective or materially different from what was ordered, the matter will be assessed individually.

10. Important Notice

By placing an order with [Your Business Name], you acknowledge that you have read and understood this Return & Refund Policy.

Nothing in this policy is intended to remove or limit any rights that customers may have under applicable South African consumer-protection legislation.

If you have any questions regarding a return, please contact our customer support team before sending anything back.

WhatsApp: 078 095 4518
Business: middle man